Channels
Channels are the integrations that connect Bread Crumbs with external messaging providers. Each channel has its own setup flow and integration properties, you can setup a new channel in the Channels page.
Supported channels
- WhatsApp — Disconnect or remove a number
- Gupshup (WhatsApp)
- Facebook Messenger
- Telegram
- Custom Channel
Assignment strategies
When you edit a channel, you can choose how new conversations are routed. This applies to new conversations only.
Open the Channels page, click a channel, and set Start a conversation with:
| Strategy | Description |
|---|---|
| Auto Assign | Automatically assigns the conversation to the agent with the fewest open conversations. Only agents marked as eligible for automatic assignment are included. |
| Normal Agent | Assigns every new conversation to one or more selected agents. |
| Agent by country code | Routes conversations to different agents based on the customer’s phone country code. You can define country-specific rules and a fallback agent pool. |
| AI Agent | Starts the conversation with a selected AI assistant. You can configure handover behavior when the AI escalates to a human. |
| AI by country code | Routes conversations to different AI assistants based on the customer’s phone country code. |
| Crumby | Starts the conversation with Crumby (when enabled for your workspace). Handover settings apply when Crumby escalates to a human. |
Handover settings (AI / Crumby)
When an AI assistant or Crumby handles the first reply, you can configure what happens on handover:
- Auto Assign — hand over to the least-loaded eligible agent.
- Normal Agent — hand over to one or more selected agents.
Country-based routing
For Agent by country code and AI by country code, add one row per country prefix. Each row maps a calling code (for example +966) to an assignee. If no rule matches, the default assignee pool is used.